Complaints Procedure

How to Complain

We strive to always offer a great level of service. However, if we do not deliver the standard of service that you expect or you have a complaint, please email us at info@bassbros.co.uk or write to us
at-

Bassbros Limited, The Hangers, Harbury Lane, Leamington Spa, CV33 9SA

Telephone: 01926351446 (calls to this number are charged at [insert charge rate – premium rate numbers, revenue sharing numbers and those pre-fixed with 0870 are not permitted)

We will usually respond to your complaint within three working days but if we can’t then we’ll write to acknowledge your complaint and tell you what happens next. We’ll keep you informed of our investigation into your complaint and provide a final response within eight weeks. If you are not happy with our final response, or if we have been unable to resolve your complaint within eight weeks, you may have the right to refer the matter to the Financial Ombudsman Service:

Address: Exchange Tower, London E14 9SR

Tel: 0800 023 4567 (free of charge) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers) or 020 7964 1000 (calls using Relay UK).

Website address: https://www.hinancial-ombudsman.org.uk/

Please be aware that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.